Call Centre Team Leader (Inbound)

Aston, Birmingham

£30,600 per annum

37.5 hours per week across Monday - Sunday between 6am - 8pm

We're looking for a Call Centre Team Leader(Inbound) to manage, mentor, and develop our GoTo Call Centre team. In this role, you'll be the driving force behind our exceptional customer service. You'll ensure every interaction, from start to finish, meets our high standards for both internal and external customers. Your ability to act quickly and effectively will be key to meeting critical deadlines.

If you're passionate about continuous improvement and putting the customer at the heart of everything you do, this is a great opportunity. You'll be responsible for achieving key performance indicators (KPIs), ensuring compliance with service level agreements (SLAs), and boosting productivity.

Duties as a Call Centre Team Leader (Inbound):

• Coach and manage a team of advisors, providing 1-on-1 support and personal development plans to drive maximum performance.

• Track and report on team KPIs and SLAs, providing regular updates and commentary on progress.

• Maintain a consistently high level of quality and service for all customers, acting as a point of escalation to resolve complex issues.

• Proactively improve efficiency and productivity, ensuring a right first time approach and accuracy in all tasks.

• Adhere to all company policies, procedures, and data handling requirements.

• Support business operations as needed, including occasional outbound activities and working flexible hours to support our 24/7 call centre.

Requirements:

• Ability to lead, coach, and motivate a team to achieve targets.

• Takes ownership of customer requirements, uses initiative to solve problems, and makes informed decisions.

• Excellent communication skills, able to challenge, influence, and negotiate effectively. Displays professionalism, empathy, and is approachable.

• Flexible and adaptable, with a commercial mindset to respond to changing customer demands.

• Strong organisational skills with a high level of accuracy and attention to detail. Able to prioritise and manage multiple tasks effectively.

• Ability to work in a fast-paced environment, remains calm under pressure, and can work both autonomously and as part of a team.

• Familiarity with the transport, logistics, automotive, highways, or emergency services sectors is a plus. 

• Working knowledge of Salesforce, Microsoft Office, and Google Mail is preferred

Benefits as a Call Centre Team Leader (Inbound):

• Company Bonus scheme

• 33 days’ holiday (inclusive of bank holidays)

• Training and career advancement opportunities

• Michelin pension scheme matched up to 6% of base salary

• Life assurance & income protection (as a member of our pension scheme)

• Refer and Earn Scheme

• Enhanced maternity & paternity pay

• Employee recognition & long service award schemes

• Friends and Family discounts at our ATS Euromaster Centres

• Health and wellbeing programme

• Healthcare cash plan options

• Discounts on holidays, shopping, restaurants and much more, all through our employee benefits programme

ATS Euromaster is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of race, religion, sex, sexual orientation, age, disability or any other status protected by law.